Faced with a budget cut of 37%, increasing caseload and falling staff numbers, the Local Government and Social Care Ombudsman in England (LGSCO) responded with a radical process transformation project.
Simplified, streamlined ways of working resulted in increased productivity and reduced cost per case. Performance targets were exceeded, and quality standards improved.
LGSCO uses Workpro case management system to manage all complaints and enquiries. Workpro is used throughout the organisation, from frontline staff in the intake team, to caseworkers in the assessment and investigation teams. An update of the Workpro system to match and support LGSCO’s new business processes was key to the project’s success.